• Manager, Customer Service

    Job Locations US
    Posted Date 7 days ago(7 days ago)
    Job ID
    2018-1565
    # of Openings
    1
    Category
    Customer Support
  • Overview

    This position is responsible for managing a team of field service engineers and coordinating customer support activities to  support Rudolph Technologies’ semiconductor processing equipment. 

    Responsibilities

    • Efficiently manage people and resources to drive productivity and operational excellence
    • Plan and direct work of staff - development and execution of daily/weekly/monthly schedules
    • Maintain revenue forecasts and handle all budgetary activities, including planning headcount.
    • Ensure continuous communication with customers to ensure the highest level of customer satisfaction.
    • Provide frequent feedback to top management regarding status of field service cases and customer satisfaction.
    • Build strong and effective relationships with key customers.
    • Communicate service schedules, quotes, end of life, and facilitate working group meetings with key customers.
    • Hire and train new employees and scheduled training sessions accordingly.
    • Employee growth planning and mentoring, training and cross training (both internal and external), work direction, employee output, and employee evaluation
    • Identification and implementation of process improvements
    • Manage and approve expense reports, determine staff hours and handle record keeping of time worked for staff
    • Manage escalation plans to meet customer expectations of response time.
    • Visit key customers regularly to manage relationships.
    • Evaluate performance of each team member

    Qualifications

    • Bachelor’s Degree in Electronics, Engineering or a related field and a minimum of 5 years of experience; or an equivalent combination of education and experience
    • Must maintain a strong sense of urgency – ability to work with internal and external resources to achieve the desired results and maintain customer satisfaction.
    • Semiconductor capital equipment experience
    • Ability to work in a fast-paced and results driven environment
    • Excellent planning, project and time management skills
    • Results driven both individually and within team
    • Excellent verbal and written communication skills

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